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Old 01-08-12, 05:03 PM   #1
Pistard
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Bike Nashbar

I am a regular customer there, spend a fair amount of money, everytime I try to log on to purchase something, I cant get in my account, got my wallet out, check my password cheat sheet, nothing doing, I call them, they tell me that every 6 weeks your password becomes obsolete, you need to send a request in writing , via guest services to get a new password? How is that for customer service? I am going elsewhere, no time for rules...
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Old 01-08-12, 05:34 PM   #2
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You know, find your product on the internet, get the best price, print it out, go to the LBS, ask them to match it.....I've NEVER been denied from $10 to $700 parts.
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Old 01-08-12, 06:25 PM   #3
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You know, find your product on the internet, get the best price, print it out, go to the LBS, ask them to match it.....I've NEVER been denied from $10 to $700 parts.
Really? I'm not above doing that but it seems fairly douchy. Also, I don't think it would apply with Nashbar as much since they make a lot of the products they sell.
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Old 01-08-12, 07:10 PM   #4
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Really? I'm not above doing that but it seems fairly douchy. Also, I don't think it would apply with Nashbar as much since they make a lot of the products they sell.
I'm beginning to think that Nashbar.com is for the birds. I'm beginning to suspect them of doing a bunch of other shady things, as well, to say the least!

Your email address just might be for sale along with other things, perhaps. Do a search on them here 4 more info!

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Old 01-08-12, 07:15 PM   #5
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Well, the owner of my LBS (also a riding buddy) said it first, "don't ever buy anything on the internet unless you ck with me first". That was 3 years ago and his shop is the most financially healthy one out of 7 in this city so to me, all is good. There is nothing wrong with honest, transparernt human communication. I can't think of a Nashbar exclusive part/accessory that would be a "must have" over all the scores of good aftermarket companies.
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Old 01-08-12, 07:35 PM   #6
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I just now updated my Nashbar password online. Process including email to me took about 2 minutes.
You don't have to log in to buy stuff from them.
Have been a customer since the mid-70's when they were Bike Warehouse. Have never had a major or medium problem. Except my CC number was compromised a couple of years ago, along with many others. No bad fallout from that.
They are what they are. Currently have Nashbar-branded pedals on three bikes. The price was right X3. (Clearance/Close-out prices.)
I only buy from them when it suits my needs.
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Old 01-08-12, 08:03 PM   #7
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I am a regular customer there, spend a fair amount of money, everytime I try to log on to purchase something, I cant get in my account, got my wallet out, check my password cheat sheet, nothing doing, I call them, they tell me that every 6 weeks your password becomes obsolete, you need to send a request in writing , via guest services to get a new password? How is that for customer service? I am going elsewhere, no time for rules...
Why is that a problem? Their trying to protect your information the best way they can and your crying about it? did you know that any place you do retail business with over the internet, or banking, or any other place that has critical account information you should be changing your passwords every 6 to 8 weeks. So Nashbar is doing that for you to protect you and you hate them for that!!!

I say if their doing that with their customer service, I'll go more to them knowing they care about my safety.
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Old 01-08-12, 08:24 PM   #8
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I used to be a regular Nashbar customer, until the hacking fiasco. I don't condemn them for getting hacked, but they didn't bother telling their customers until they'd spent several months "investigating." They told me the day after my bank called me and told me my account had some questionable charges and they were mailing me new cards. To compensate me for my inconvenience, they sent me a 5% discount card, valid for 30 days. I still get their catalogs.
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Old 01-08-12, 11:46 PM   #9
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Why is that a problem? Their trying to protect your information the best way they can and your crying about it? did you know that any place you do retail business with over the internet, or banking, or any other place that has critical account information you should be changing your passwords every 6 to 8 weeks. So Nashbar is doing that for you to protect you and you hate them for that!!!

I say if their doing that with their customer service, I'll go more to them knowing they care about my safety.
I don't see anywhere where he said he "hates them". I believe he indicates dissatisfaction which is his prerogative. Also, I don't think he is "crying" about anything, just being honest about his feelings and asked others for their opinions, probably peaceful, non-labeling opinions without triple exclaimation marks. It seems that others have some negative opinions about the system as well, possibly validating his concern.
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Old 01-09-12, 12:08 AM   #10
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I don't buy much from Nashbar any more and I have shopped with them since the early '80s. It seems it's changed a bunch since Arnie sold it. I used to buy a lot of stuff from them. They had the coolest selection of discontinued parts for great prices. Now they are not that much different than my LBS as far as pricing goes and no more cool old parts.
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Old 01-09-12, 10:51 AM   #11
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A lot of people talk about how they've changed for the worse, but there is one change they've made over the years that's an improvement - their stock. I remember in the old "Bike Warehouse" days (late '70s/early '80s), with the pulp print catalogs that had line drawings for illustrations, by the time the latest issue of "Bicyling!" arrived and I tried to jump on whatever special was featured in their ad, they invariably no longer had the item in stock. Happened all the freakin' time.

As far as the password changing stuff goes, I haven't bought anything from them in about 6 months, but when I checked my account just now, I got in fine with the same password I've used there for a couple of years.

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Old 01-09-12, 11:48 AM   #12
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Why is that a problem? Their trying to protect your information the best way they can and your crying about it? did you know that any place you do retail business with over the internet, or banking, or any other place that has critical account information you should be changing your passwords every 6 to 8 weeks. So Nashbar is doing that for you to protect you and you hate them for that!!!

I say if their doing that with their customer service, I'll go more to them knowing they care about my safety.
You my friend read between lines, I merely am annoyed, I buy a lot of stuff over the net without having to make a call.
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Old 01-09-12, 12:18 PM   #13
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I used to be a regular Nashbar customer, until the hacking fiasco. I don't condemn them for getting hacked, but they didn't bother telling their customers until they'd spent several months "investigating." They told me the day after my bank called me and told me my account had some questionable charges and they were mailing me new cards. To compensate me for my inconvenience, they sent me a 5% discount card, valid for 30 days. I still get their catalogs.
+1. Grr.

They took out all the credit cards I was carrying within three weeks of the start of my TransAm. You can almost imagine my panic at the thought that I'd have no credit cards for the next three months! (Thank goodness the CC companies came through.)
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Old 01-09-12, 01:05 PM   #14
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Old 01-10-12, 12:27 PM   #15
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I think what Raydog says makes a lot of sense. It's not douchy at all. You are giving your local lbs a chance to make a sale. I think they would welcome the opportunity to match or beat the internet price, make a sale and keep a customer happy. That also directs you back to them in the future. It's just good business. Why not negotiate if you can?
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Old 01-10-12, 02:07 PM   #16
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I think what Raydog says makes a lot of sense. It's not douchy at all. You are giving your local lbs a chance to make a sale. I think they would welcome the opportunity to match or beat the internet price, make a sale and keep a customer happy. That also directs you back to them in the future. It's just good business. Why not negotiate if you can?
I negotiate on a lot of things I buy but only on big ticket items. If I'm going to a bike store and they help me with a $35 pump and I know I saw the same pump on the internet for $25, I'm not going to negotiate them to match the price, I'll pay the $35 because they helped me with a product and their overhead is a bit more then most on line stores. I'm not going to cry over $10. However because I've been riding bikes for 40 plus years and because the internet has a wealth of information on anything I want to buy, I'm well enough informed to buy off the internet without the need or help of a LBS...most of the time anyways, and for those times I need an LBS then I'll buy whatever they helped me with from them regardless of the price difference. It's only fair.
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Old 01-10-12, 03:13 PM   #17
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I negotiate on a lot of things I buy but only on big ticket items. If I'm going to a bike store and they help me with a $35 pump and I know I saw the same pump on the internet for $25, I'm not going to negotiate them to match the price, I'll pay the $35 because they helped me with a product and their overhead is a bit more then most on line stores. I'm not going to cry over $10. However because I've been riding bikes for 40 plus years and because the internet has a wealth of information on anything I want to buy, I'm well enough informed to buy off the internet without the need or help of a LBS...most of the time anyways, and for those times I need an LBS then I'll buy whatever they helped me with from them regardless of the price difference. It's only fair.
We all have a sense of "what's fair" and where I differ from your reasoning is, I ALWAYS go to my LBS first, he knows that and appreciates it. He also knows that if I can buy his $35 pump for $25 on the net and if he sold it to me for $25 and can still make $5 bucks on it, he will love to do that. He profits AND sells that same type of pump for $35 to the next customer (suggested retail). That is called a preexisting relationship to me, or you could call it a win-win relationship as well. Since you've "been a bicyclist for 40 years" you must know that many shops offer "racer" and "good customer" discounts, that's all this is.
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Old 01-11-12, 06:23 AM   #18
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We all have a sense of "what's fair" and where I differ from your reasoning is, I ALWAYS go to my LBS first, he knows that and appreciates it. He also knows that if I can buy his $35 pump for $25 on the net and if he sold it to me for $25 and can still make $5 bucks on it, he will love to do that. He profits AND sells that same type of pump for $35 to the next customer (suggested retail). That is called a preexisting relationship to me, or you could call it a win-win relationship as well. Since you've "been a bicyclist for 40 years" you must know that many shops offer "racer" and "good customer" discounts, that's all this is.
You're incorrect about your last statement. If you belong to a club they sponsor then they offer 10 discounts club members, but to some average joe coming in off the street their not going to that even for good customers or racers. They may give little perks to good customers like you come in with a repair problem and they fix it in 5 minutes with no parts and not charge you labor, but their not going to keep taking their retail prices and slashing them for good customer and wanabe racer coming in with or without an internet price. And most LBS's won't match dollar for dollar any internet price you come up with anyways. Then you think it fair to spend 1/2 hour with a salesman at an LBS to buy a $35 pump, then at the end hit him up for a $25 deal you saw on the internet? And then think it's fair for the sales rep to make $5...actually the sale rep made less if he's an employee on commission, so this equates to the most an average of $10 an hour for the salesperson and that's fair?

I use to race cat3 between 78 to 88 and none of the bike shops I did business with gave discounts to us. Most shops would give us a discount if we bought a complete bicycle we needed for racing, but not on small parts, the profit margins aren't there. And I know people that race today and they still don't get much in the way of discounts. In fact all the racers I know get a lot of their stuff off the internet because it's cheaper then even the 10% discount they have because the belong to the bike shops club. The pump example for a $35 pump minus 10% for club membership discount is only $31.50 plus tax, but on larger ticket items the difference between LBS's and internet store get much larger. So I disagree with your reasoning...big deal.

I forgot to mention, LBS's club memberships charge an annual fee, so it may take you awhile of buying stuff to make back the cost of the fee, one year you may never buy enough to earn it back, while another year you could make it back in the first month. Those fees are not that much at around $20, but if your only saving $3 here, $5 there it could take a few months to get the price of the fee back.

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Old 01-11-12, 09:23 AM   #19
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You're incorrect about your last statement. If you belong to a club they sponsor then they offer 10 discounts club members, but to some average joe coming in off the street their not going to that even for good customers or racers. They may give little perks to good customers like you come in with a repair problem and they fix it in 5 minutes with no parts and not charge you labor, but their not going to keep taking their retail prices and slashing them for good customer and wanabe racer coming in with or without an internet price. And most LBS's won't match dollar for dollar any internet price you come up with anyways. Then you think it fair to spend 1/2 hour with a salesman at an LBS to buy a $35 pump, then at the end hit him up for a $25 deal you saw on the internet? And then think it's fair for the sales rep to make $5...actually the sale rep made less if he's an employee on commission, so this equates to the most an average of $10 an hour for the salesperson and that's fair?

I use to race cat3 between 78 to 88 and none of the bike shops I did business with gave discounts to us. Most shops would give us a discount if we bought a complete bicycle we needed for racing, but not on small parts, the profit margins aren't there. And I know people that race today and they still don't get much in the way of discounts. In fact all the racers I know get a lot of their stuff off the internet because it's cheaper then even the 10% discount they have because the belong to the bike shops club. The pump example for a $35 pump minus 10% for club membership discount is only $31.50 plus tax, but on larger ticket items the difference between LBS's and internet store get much larger. So I disagree with your reasoning...big deal.

I forgot to mention, LBS's club memberships charge an annual fee, so it may take you awhile of buying stuff to make back the cost of the fee, one year you may never buy enough to earn it back, while another year you could make it back in the first month. Those fees are not that much at around $20, but if your only saving $3 here, $5 there it could take a few months to get the price of the fee back.
Well we certainly have different experiences at bike shops, I guess I'll stay here in Reno where it seems to be less complex doing business.
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Old 01-11-12, 10:00 AM   #20
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I have been shopping at the same LBS for over 30 years. They typically give me a discount, regardless of what I buy. Some things get discounted more than others, probably due to markup or markdown if it has been laying around for a while. They have also GIVEN me quite few things, old bicycles, used tires, wheels, frames, etc. I got a whole box of Sturmey Archer parts the last time they cleaned out the parts room.

I pretty much know what their wholesale costs and markups are, I would not ask them to meet an internet price. If they want to that is fine. In many cases with internet pricing, by the time you add shipping costs you are at what the LBS charges anyway. I have absolutely no problem with them making a profit or even meeting their overhead.

I owned a retail business for a while and most people that come in wanting a discount have no clue what kind of expenses small businesses face these days, all they care about is saving a few dollars right then and there. Our general policy was no discounts for anybody, we did run sales and give out coupons, use those if you want to save some money.

As far as Nashbar is concerned? I seldom shop there after the way they handled the credit card security breach. I think it is funny that all these companies/banks etc want you to change your pass word for security reasons. I have had close to a dozen credit cards compromised over the past few years and every one was due to security breaches at either the processing center or the business level, NOT at my account level.



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Old 01-11-12, 03:33 PM   #21
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I have been shopping at the same LBS for over 30 years. They typically give me a discount, regardless of what I buy. Some things get discounted more than others, probably due to markup or markdown if it has been laying around for a while. They have also GIVEN me quite few things, old bicycles, used tires, wheels, frames, etc. I got a whole box of Sturmey Archer parts the last time they cleaned out the parts room.

I pretty much know what their wholesale costs and markups are, I would not ask them to meet an internet price. If they want to that is fine. In many cases with internet pricing, by the time you add shipping costs you are at what the LBS charges anyway. I have absolutely no problem with them making a profit or even meeting their overhead.

I owned a retail business for a while and most people that come in wanting a discount have no clue what kind of expenses small businesses face these days, all they care about is saving a few dollars right then and there. Our general policy was no discounts for anybody, we did run sales and give out coupons, use those if you want to save some money.

As far as Nashbar is concerned? I seldom shop there after the way they handled the credit card security breach. I think it is funny that all these companies/banks etc want you to change your pass word for security reasons. I have had close to a dozen credit cards compromised over the past few years and every one was due to security breaches at either the processing center or the business level, NOT at my account level.



Aaron
That sums it up well and I would add the one point I was trying to add in the first place.....My LBS owner is a friend of mine, I never try to nitpik him on tubes, water bottles, gel shots, etc. BUT when I see a used carbon Campy crank in his case for $600 bucks and say "let me see it", he hands it to me and says, "just give me 3 bills". I now have a Campy crank! BTW, the whole internet subject has always been brought up by him, not me. I think the bottom line is the trust he has instilled in me, kind of a cornerstone to his success in the small business world.
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Old 01-11-12, 04:37 PM   #22
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I should also add...I have never asked for a discount, every now and again I will get a new employee that doesn't know my history with the LBS, no big deal. In a couple of cases the owner or manager has come over and told them. As I said before I have been in the small retail ownership business and I don't ask for or expect discounts, but am appreciative when I get one.

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Old 01-11-12, 07:23 PM   #23
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Well we certainly have different experiences at bike shops, I guess I'll stay here in Reno where it seems to be less complex doing business.
Granted, I haven't lived in every city and or town in the USA nor been to every LBS in the USA even missed a few in Los Angeles and San Francisco, but I have been to many bicycle shops in Santa Barbara, Los Angeles area, Simi Valley, Palmdale/Lancaster, Bakersfield, Palms Springs, San Francisco area, and Fort Wayne Indiana. And the most discount I ever found was 10% but I to belong to their club which cost an annual fee of I think $20 but I can't remember that for sure now because it was a while ago in 1984. But I was able to get my 84 Trek 660 frame and fork and Superbe components put on with that 10%, but they did give me a break on the labor, can't remember the cost of the labor anymore either but I remember I was pleased with the deal. Actually they gave me more then 10% off the frame because they had ordered for someone else and they changed their mind so I got for about 20% off to get the frame and fork out of their store. I think they would have given the frame deal to anyone who wasn't a club member though.

I'll have to check with a friend in Denver to see what he gets, but he's not a member of a club.

I went into a completely strange to me LBS once in Ventura Ca because my seat post bolt bent and wouldn't keep the seat tight while riding on day. The guys there found a replacement bolt and they removed my post and replaced the bolt and didn't charge me a dime for labor, I think it took them 5 minutes to fix. I paid a dollar for the bolt, I paid with a $5 bill I had in the seat bag and told them to keep the change, this was back around 81, 82 or 83. Never been in that store before or afterwards, but they were very nice people, the place was called Open Air Bicycles which was the same company that I bought the Trek I was riding on in their Santa Barbara store, so maybe they saw it was a Trek and just did the deed for free.

What's the deal you get in Reno?
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Old 01-11-12, 09:33 PM   #24
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Nashbar dropped off my radar for a couple years after the CC scandal, and only recently did I go back and even LOOK at their site...rubbish.

I get 98% of my bike stuff online, and have my 'select' sites that get my biz; Nashbar was one, once, but no more.
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Old 01-11-12, 09:49 PM   #25
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Originally Posted by rekmeyata View Post
Granted, I haven't lived in every city and or town in the USA nor been to every LBS in the USA even missed a few in Los Angeles and San Francisco, but I have been to many bicycle shops in Santa Barbara, Los Angeles area, Simi Valley, Palmdale/Lancaster, Bakersfield, Palms Springs, San Francisco area, and Fort Wayne Indiana. And the most discount I ever found was 10% but I to belong to their club which cost an annual fee of I think $20 but I can't remember that for sure now because it was a while ago in 1984. But I was able to get my 84 Trek 660 frame and fork and Superbe components put on with that 10%, but they did give me a break on the labor, can't remember the cost of the labor anymore either but I remember I was pleased with the deal. Actually they gave me more then 10% off the frame because they had ordered for someone else and they changed their mind so I got for about 20% off to get the frame and fork out of their store. I think they would have given the frame deal to anyone who wasn't a club member though.

I'll have to check with a friend in Denver to see what he gets, but he's not a member of a club.

I went into a completely strange to me LBS once in Ventura Ca because my seat post bolt bent and wouldn't keep the seat tight while riding on day. The guys there found a replacement bolt and they removed my post and replaced the bolt and didn't charge me a dime for labor, I think it took them 5 minutes to fix. I paid a dollar for the bolt, I paid with a $5 bill I had in the seat bag and told them to keep the change, this was back around 81, 82 or 83. Never been in that store before or afterwards, but they were very nice people, the place was called Open Air Bicycles which was the same company that I bought the Trek I was riding on in their Santa Barbara store, so maybe they saw it was a Trek and just did the deed for free.

What's the deal you get in Reno?
Well, the shop...Great Basin Bicycles in Reno, owner Rich Staley, has a big loft where Rich has installed 8 Computrainer platforms facing a big screen. Dozens of us train there almost daily (I just got home from a 50 miler....in the shop!) It's incredibly fun, especially when it's 30 degrees out. Rich always treats us well, most of us buy only from his shop and it's an ongoing relationship. It goes well beyond just the business, I've riden in the Sierras with Rich as have many other of us "regulars". I guess the Computrainer aspect really supports a subculture of bicyclists at Great Basin Bikes, we all love it. Hour long classes 3-4 times a day, AND a SpinScan system for pedaling analysis (we call it "the demoralizer"). By the time Spring arrives, I'm already in top shape because of Rich's program.
BTW, as an example on "taking care of us", My Pinerrello listed at $4k, I paid $3.2k. As someone said above, trying to get everything at cost is both greedy and one-sided, it's a business for petes sake and therefore overhead and profit are part of the formula and I'm ok with that. There's no 10% rule or anything like that, but when he can chop off some retail, he does it and we all come back! Great place. Doyle

Ck out the website, he even explains and films all the cool mountain bike trails around the region.
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